Tag Archives: voice of the customer

Customer Interaction Analytics

Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]

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Customer Service Inspiration

I was perusing some of my favorite online media outlets this week, and was inspired by some of the articles that I read. Here are a few to help fire up your customer service efforts: Tom Vander Well writes on the Iowa Biz Blog about his experiences with his local State Farm Agent. Tom’s experience [...]

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The Art of Listening

These days, many companies are recording telephone interactions, conducting surveys, and collecting customer satisfaction data. But are companies really listening?

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Five For Friday: Customer Service Inspiration

Happy Friday! This week, I have been inspired by a few different posts, detailing how the voice of the customer helped a company gain and retain customers, as well as how delegation and employee empowerment make a difference in companies. Here are the articles that inspired me this week: On the Business is Personal blog, [...]

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What Are Your Customer Service Resolutions for 2011?

Another year has drawn to a close, and a new year is upon us. Many take time during the New Year to set goals and resolutions. At the Customer Experience Matters blog, Bruce Temkin outlines 10 Customer Service Resolutions for 2011. In his list, Temkin encourages companies to leverage the voice of the customer, engage [...]

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Putting the Voice of the Customer to Work

Call recordings can be used for many different purposes: resolving customer disputes, complying with regulations, increasing security, improving processes, or enhancing employee productivity. Employee training and coaching can also be enhanced by providing the voice of the customer during feedback sessions. Skills like empathy and listening can be included in customer service training sessions, until [...]

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Four for Friday

Another Friday is upon us! Malls are packed with holiday shoppers and the city is abuzz with the hustle and bustle of holiday activities. As we wrap up another week of business, take a few moments to enjoy some management and customer service inspiration: Paul Williams encourages managers with his article “Don’t Hog the Glory, Invest [...]

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What is Your Company’s Voice?

Leveraging the voice of the customer and humanizing our customers are often topics on this blog and within the contact center industry. However, the company’s voice is often overlooked. What customers hear on your telephone systems, web site, and other materials is an equally powerful opportunity to make a difference. One of our related companies, Media [...]

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How Are You Using Call Recordings?

Companies may choose to record calls for a variety of reasons, from resolving customer disputes to achieving regulatory compliance, improving customer service, or increasing security. Call recordings can bring the voice of the customer to life, helping people across your organization better understand the value of a new feature request or the delight that they express when [...]

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Listening to and Delighting Your Customers

Are the right people in place at the right time to service your customers? Does your staff have the tools and time at their disposal to truly listen to and properly service their needs? Have you minimized distractions so that your employees can truly hear your customers? Blogger Phil Gerbyshak asks: “Are you listening to [...]

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